L2 Customer Support Specialist

Responsibilities of an L2 Customer Support Specialist:

• Respond to customer queries via phone, email, or chat in a timely and accurate manner.
• Identify customer needs and assist with the use of specific features and functionalities.
• Provide clear and concise communication with customers, internal teams, Live Sentinel Guard leadership, and upper management.
• Perform troubleshooting and provide technical support for system issues experienced by customers and partners.
• Handle complex billing issues with accuracy and efficiency.
• Assist customers with system account management (e.g., updating email addresses, phone numbers, and profile information).
• Take the lead on investigative requests, analyzing gathered data, and compiling comprehensive reports delivered via email or phone.
• Offer elevated, white glove service to VIP clients and partners.
• Handle escalated customer cases with de-escalation techniques and a focus on resolution.
• Follow up with customers to ensure their issues are resolved and satisfaction is restored.
• Proactively reach out to customers who have provided low satisfaction scores, negative feedback, or who are identified as at risk.
• Collaborate with the team by sharing feature requests, workarounds, and customer feedback with management.
• Assist with analyzing and reporting product malfunctions, following documented processes, and escalate issues as needed.
• Fill out necessary forms and process replacement requests when needed.
• Lead or contribute to ad-hoc projects as assigned by management.

Requirements: ·

• College Graduate of any 4-year course.
• Minimum of 1-2 years of experience troubleshooting technical firmware or software-related issues.
• Minimum 3 to 5 years’ experience in handling escalated phone calls, with a proven ability to manage high-pressure situations.
• Strong written and verbal communication skills.
• Experience in the security or monitoring industry is a plus.
• Ability to manage multiple tasks efficiently and prioritize effectively.
• Familiarity with Deep Sentinel’s products and services (preferred but not required).
• Project Management experience is preferred, but not required.
• Patience, professionalism, and a customer-first mindset when dealing with difficult situations.
• Ability to work both independently and as part of a collaborative team.

Work Arrangement:

• Primarily work from home, hybrid set up for townhalls and company events.
• Shifting schedule, Will follow PST time zone
• Earn up to PHP 65,000 monthly gross salary

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, or any other characteristic protected by law.

Genfinity as an Equal Opportunity Employer, believes in each person’s potential, and we’ll help you achieve yours.

All information will be kept confidential according to EEO guidelines.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, or any other characteristic protected by law.

Genfinity as an Equal Opportunity Employer, believes in each person’s potential, and we’ll help you achieve yours.

All information will be kept confidential according to EEO guidelines.